Didn’t clear upgrade at airport yesterday. Tried to call and was told 8 hour wait time. Figured I was at airport so tried to get a customer service agent to help, they had no idea what SWUs were and said they couldn’t help but I should call in. Upon landing around 4:30 PST went to new airport customer service counter and was told that I used my SWUs on the flight I arrived on (even though I never cleared) but in any case they couldn’t help since I had to call. They said even AA airport employees faced long hold times trying to call their own departments.